Customer service issue, cannot get my product delivered

I cannot imagine why, but I ordered a kit plus accessories on the 3rd. Today, the 10th, it shows it is complete and shipped, however it has said it was waiting on Fedex to pick it up for three days now, NO progress. I talked to and texted with customer service about the lack of any progress and actually requested to cancel the whole purchase. Customer service advised me I had made a mistake ordering it from Simplisafe online and should have called them? Same company?? They then told me since it was in Fulfillment process, they could not touch it or modify anything. Same company?? I had to just wait for it to be delivered and then cancel it and mail it back. No adjustment or more information possible. Absolutely management failure for a company to have separation like this and blame something like this on another part of the same mothership like it is some foreign business. Worst thing, I needed this delivered and didn't know it was any issue until after the purchase had been completed and THEN, you get an email telling you they "usually" ship in one day and like I said, day 7 and hasn't even left yet. I intended on buying 3 systems and now I wouldn't have something from this terrible company if it was free. It cannot be delivered. And yes, I made the mistake of "accepting" the free delivery not knowing this was a bad thing. I can order and receive an item fro Europe quicker than doing business with this sorry company. Anyone else have this issue??